Summary

More than five years of experience directing large-volume
call center and help desk operations, with over six years of management
experience altogether.Proven ability
to hire, train, and lead highly effective teams and programs.Consistent record of meeting or exceeding
all customer service and technical support goals.Adept at coordinating major hardware, operating system, and
software implementations, as well as coordinating movement of resources.Strong background in inventory control,
shipping, and receiving.Highly
familiar with directing personnel training, end user support, and reporting
functions.Outstanding presentation and
communication skills.Multiple
certifications, including MCSE 2000.

Professional
Experience

Nextel Business Group,
New York, NJ1996 – Present

Helpdesk Manager (2002 – Present)

·Oversee all operations and functions of high-volume
help desk operation providing 1st and 2nd level support
for more than 5,500 users.

·Hire, train, and supervise team of 19 analysts.Perform performance reviews.Serve as final escalation point before
manufacturer / vendor / service provider.

·Monitor daily activities and performance to ensure
compliance with all service agreements.Compile and analyze data, prepare daily reports on call volume, abandon
rate, carry over, and outages for senior management.

·Currently in preparation stage for major project,
involving upgrade of all user computers from Windows 95, 2000, or NT to Windows
XP Professional, in order to standardize all 5,500 users.

·Project involves coordinating logistics of set up and
rollout of machines with no downtime for users, as well as planning for
training on new operating system, while ensuring no loss of data / files / key
programs.

Service Manager (1998 –
2002)

·Supervised team of 35 desktop support technicians,
including customer and network engineers.

·Planned and carried out restructuring of desktop
support team, reducing headcount and costs while continuing to meet all service
agreements.

·Served as point of escalation for all desktop issues,
and as liaison to helpdesk manager as well.

·Oversaw and coordinate movement and set up of
resources.

·Conducted audits of technician performance to ensure
compliance with all manufacturer, company, and warranty requirements.

·Monitored and compiled weekly service information, and
reported to senior management.Carried
out weekly status meetings to review customer satisfaction levels.